Grand Rush Casino - The player's withdrawal is delayed.

I've tried to withdraw 2 times and both have been reversed only after they try to get you to keep playing with that 48 hour bull@$#& hold. But the first time I had only made credit card deposits and was trying to cash out using bitcoin so they said I needed to make a bitcoin deposit to withdraw with bitcoin so I made my deposit played the required amount and tried to cash out again they said I needed 6 confirmations and I checked the blockchain and it had 36 confirmations so it made me wait another 6 hours then finally let me go through the motions and then wait 48 more hours only to get that withdrawl reversed and now they are saying im not allowed to cash out because I've only made 1 bitcoin deposit!!!! This site is ridiculous they are nothing but thieves and liars

Hello amyvieytes4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grand Rush Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear amyvieytes4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Yes it is verified and has been since the day I signed up for an account with them and they have reversed another withdrawl I did indeed fund my play with real money I've made deposits on my card as well as bitcoin cause they told me id have to deposit bitcoin before they'd cash me out

Dear amyvieytes4,

Could you please advise since when exactly is the withdrawal pending? Did you wait the 14 recommended days for the payout to be received?

Dear amyvieytes4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hi yes I’ve actually tried 4 times and waited each time and when the day came that they were supposed to send my money they reversed it all 4 times

Hello amyvieytes4,

Did the casino ever specify the reason of the reversal? Did you request the payout by bitcoin? Please if you have any other communication regarding the case forward it to nikolas.b@casino.guru.

Hello,

so the first time I tried to cash out with bitcoin they made me wait 2 days until they finally put it into "review" and then 2-3 days after that even I get an email saying I had to make a bitcoin deposit instead of only credit card deposits but they told me as long as I made 1 bitcoin deposit they’d cash me out. So I made a bitcoin deposit of 20$ and then play off any requirements to be able to cash out again and put in for a bitcoin withdrawal and again waited 2 days then a couple after those days I had another email saying your withdrawal has been reversed due to my bitcoin deposits now all of a sudden had to total more than my credit card deposits they never said that before in fact they said I had to make ONLY ONE deposit with bitcoin they never even said how much! So I went ahead and tried to withdraw using their wire it to my bank account and waited the 2 days and then of course they reversed it again so when I asked them why in the chat and I was told my bank wouldn’t accept the wire transfer but that’s Bull cause I’ve wired transferred to it before and it worked great

Thank you amyvieytes4 for the update. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello amyvieytes4,

I will assist you with the complaint from now on.

First, I would like to ask the representative of Grand Rush Casino to join the conversation in order to help us resolve the issue.

Grand Rush Casino,

Could you explain what is preventing amyvieytes4, to withdraw via bitcoin and via wire transfer? What can be done to ensure amyvieytes4's next withdrawal request is successful?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear amyvieytes4,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I wish I could have been of more help.

We’ve reopened this complaint at the request of Grand Rush Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The message from the casino:

"Hello Tomas,

The player deposited using her card and requested a withdrawal, as per out T&C's there's a 48 hours pending period. The player requested to be paid out via bitcoin. At the time, out t&c's clearly stated that to be paid a withdrawal via bitcoin, the bitcoin deposit should be higher than wire deposits. We have amended our t&c's since to allow any player who deposit by any methods to request a btc withdrawal to be more flexible.

We tried to explain the same to the player, we were just awaiting the deposits however, she went ahead and disputed her credit cards transactions.

Thank you."

Dear amyvieytes4,

Would you be able to confirm if this depiction of events from the casino is accurate?

This casino is full of lies and it’s been over 6 months since they kept my money so they are still lying

Hi Tomas, Denise,

Please see screenshots of the correspondence between customer support and the player where we indicated the reasons why the withdrawal was reversed (and not denied) and the process to follow

And below is the last email sent by customer support to the player asking her to request the withdrawal again. The player never replied to that email and didn't communicate with us again.

Customer support tried to contact the player via phone on 26/08 and 03/09 but went to voicemail.

On 08/09/2022 we received chargeback for 9 transactions.

We again tried to contact the player on 03/11/2022 to enquire about the chargebacks but went to voicemail.

Thanks,

Lea

Hello all,

Thanks for the detailed explanation to the Grand Rush Casino team,

amyvieytes4,

On the issue of the 9 deposits returning to your bank account, could you confirm this happened? Was it due to you requesting a chargeback on these deposits? Please let us know.

Dear amyvieytes4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I cannot confirm this because I did not do chargebacks

Hello amyvieytes4.

Thanks for your reply,

Have you received the amount of these 9 transactions in your bank account since September this year?

No I have not

Would you be able to show us a bank statement of the bank account you used to deposit in the casino from September 8th until now? Please send it to tomas@casino.guru Much appreciated!

Dear amyvieytes4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear amyvieytes4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can yes

Also the screenshot of our conversation with this casino was the same each time and I’d do what they said ie. deposit with bitcoin and then they still had another reason to not give me my money

Hello I’ve sent the bank statement

thanks amyvieytes4,

I've received the statement from you, with no returning transactions visible.

Dear Grand Rush Casino representative,

Would you be able to provide evidence of a chargeback being requested? Please provide amyvieytes4 with transaction details so these can be verified with her bank if you haven't done so already.

Please forward the evidence to tomas@casino.guru Much appreciated!

Hi Tomas,

Well noted. I am requesting this from the team and will forward same to you

Thank you.

Kind regards,

Lea

Dear Grand Rush Casino representative,

Could you please give us an update on any development regarding the information I requested previously?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So what are the possible outcomes for this situation?

Hi Tomas and amyvieytes4,

I have followed up with the finance team and requested a proof of the chargeback explaining that the player did not see a return on their bank statement. Please bear with me, trying to get that proof. Will share with you asap.

Thank you.

Kind regards,

Lea

This is just a stalling tactic just like with my withdrawal it’s always going to be another excuse

Thanks for both parties for your comment.

Dear Lea and Grand Rush Casino,

Please present us with the evidence of the chargeback being requested as soon as you are able. In case you will not be able to supply the evidence, we'll ask you to process the withdrawal as originally intended.

I'll look forward to your reply.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear amyvieytes4,

Since we haven't received any response from the casino regarding the evidence about the chargeback being requested, we are forced to close the complaint again as unresolved. 

If the casino decides to provide us with evidence of progress being made in the matter, we will reopen the complaint and you will be notified by email. 

Best regards,

Tomas